I'm with you on the Apple thing, that's asinine.

The parent comment is talking about the broader practice of people telling you to update and then repro again. That's a completely legitimate thing to ask, given both the perverse corporate incentives and the basic reality that version toggling makes a tech far less efficient at solving all tickets, not just yours.

I think that's entirely dependent on the workload the company is placing on their support staff. If Apple decides the techs should be handling 10 tickets at once, then the techs have a choice:

1. Tell everyone to update their shit, and close tickets if they don't.

2. Waste several hours per day uninstalling and reinstalling 10 versions of the same program.

One of these will allow you to close lots of tickets immediately, and handle the remaining ones as efficiently as possible. Yay! Good job, peon! You get a raise!

The other approach will result in a deep backlog, slow turnaround times, and lower apparent output from management's perspective. Boo! Bad job, peon! You're fired!

Hi, bigcorp employee getting showered with tickets here.

I don't have enough time in the day to deal with the tickets where the reporter actually tries, let alone the tickets where they don't.

If I tell you to update your shit, it's because it's wildly out of date, to the point that your configuration is impossible for me to reproduce without fucking up my setup to the point that I can't repro 8 other tickets.